.At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people's lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join in and feel the difference. With over 300 specialized associates and around 15 nationalities, Bosch activities in Lisbon are focusing on sales, marketing, communication, training, nearshoring services and shared support for human resources services to Europe. The diversity, commitment and know-how of the team are the key success factors of this organization. Bosch Service Solutions develops and delivers Customer Experience, Mobility and Monitoring solutions for companies and their customers. Our teams find fast and efficient solutions for thousands of people on a daily basis – from claim management to life-saving emergency calls, among other services. Define the standards and become a pioneer together with around 9000 associates worldwide. Job Description Your contribution to something big: Job purpose and objective. Team supervision and coordinate operations as specified in the service agreements and within KPI standards. Duties and responsibilities. Motivation, leadership, and personal development of Service Experts Sets team targets in alignment with department and division strategy/ targets, manages resource allocation, recruitments for the team, escalations, and quality topics. Initiates and follow up actions related to the "Performance Dialogue & Coaching" meetings with each Service Expert Supports in conflict and change management (if necessary) Has basic expertise of respective agreed customer service (according to contract) Support during service and/or tool implementation Operational contact for stakeholders/customers. The position is that of managing expectations of the different services and stakeholders while ensuring business continuity. Proactively drives continuous process improvements, operational efficiencies, implements corrective measures after aligning with impacted stakeholders. Analyze and derive actions from quality assurance. Coordination and/or processing technical initial trainings (knowledge transfer to SEs) Initiate intraday actions to improve KPIs of daily operations. Is part of the department leadership for location/ department related common issues and for defining strategic way forward. Identifies and drives measures to obtain cost efficiencies within respective scope of control
